Understanding Order & Payment Statuses

Two Statuses: Orders & Payments

When your customers begins to checkout in your online store and pay with a Rvvup-enabled payment method, you'll see an order created in your Rvvup Dashboard. This new order will include an Order Status, which will change as the order progresses.

Within each Order, Rvvup will additionally track the Payment Status. This allows you to see if a customer attempts a payment with one payment method, but then changes their mind and selects a different payment method. 

ℹ️ How to View Order & Payment Statuses

1. Log into the Rvvup Dashboard

2. Click into Orders

3. Select an Order to view the Order Status in the top section

4. Scroll down to the Payments and refunds section to view the Payment status

📕 Quick Reference Guide to Order Statuses

📗 Quick Reference Guide to Payment Statuses

📖 Statuses: Definitions & Explanations

✅ Approved

The "Approved" order status means your customer crossed the finish line and successfully completed their payment. The payment method they chose during checkout has been charged and the funds have begun the process of moving to your account. With this status, you'd be clear to ship physical goods or provide services to your customer. 

For more on the disbursement timelines for payouts, check out Getting Paid.

🟡 Pending

The "Pending" status means that a payment process has begun but is currently in process. This status means that no funds have been moved yet for a purchase as we are waiting either on confirmation from the payment method processor or your customer to complete the transaction attempt. Once the process is complete, Rvvup will update the status to reflect it is successful or not.

⌛️ Expired

The "Expired" status shows up when your customer selects a payment method, but then doesn't complete the action. This could be they leave the checkout window open or they may close their browser window or tab without either submitted the order or hitting the cancel button.

For the Payment Status, the expiration window defers depending on the payment method:

For the Order Status, we'll mark an order as expired if it meets both of qualifications:

• There is no active payment on the order (aka it's in the Requires Payment status)
• There has been no activity on the order in the last 6 hours

🅧 Canceled

If your customer selects a payment method, but then clicks on the "Canceled" button, this will show up in your Order History with a "Canceled" status. This could mean that your customer decided to choose a different payment method to complete their order or they changed their mind about proceeding with the order. 

❌ Decline

If a payment is attempted and the customer's payment method provider (i.e. their bank, PayPal, Clearpay, etc.) does not approve the charge, the payment method status will show as Declined. The best course of action in these situations is to recommend your customer either contact their payment method provider for further details or to attempt payment again with a different payment method. 

🪫 Failed

If a payment attempt encounters a disruption while processing, it will show a payment status of Failed. Failures are rare, but could happen because of a network outage or a payment provide disruption downstream of Rvvup. If a failed transaction occurs, we would recommend having your customer try again to see if it is a temporary issue or try an alternate payment method. If failed transactions continue, reach out to support@rvvup.com for troubleshooting help. 

💰 Requires Payment

An order status of Requires Payment will show up initially after an order is created while we wait for your customer to select their preferred payment method. It will also show up if their initial payment method is not successful while we wait for them to make their next choice.

⚠️ Requires Action

If a customer begins a payment, but their bank or payment method provider requires additional information from the customer, we'll show the Requires Action status. Once your customer has completed the request with their bank, we'll update the status with the provider's decision (approved or declined).